Technical Support Engineer at Sangoma in Buffalo, New York

Sangoma

๐Ÿ“Œ Buffalo, New York
๐Ÿ•‘ January 22, 2021
๐Ÿท๏ธ Other
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Technical Support Engineer

Role

Summary

The Technical Support Engineer will provide assistance and support to the Services & Operations department in our ongoing Customer Support, Help Desk, Provisioning Services, and Fulfillment efforts.

Essential Duties &

Responsibilities

  • Timely, accurate and positive response and resolution to customer's technical support needs and questions.
  • Proper triaging and escalation of tickets beyond scope of expertise.
  • Completely and accurately assisting with configured services for customers.
  • Properly test and troubleshoot hardware prior to defective return and test returned RMA's for issues/problems etc.
  • Assistance with provisioning of phones and configuring IP PBXs.
  • Test new products in a lab environment per project assignments.
  • Manage lab and inventory of equipment assigned to lab.
  • Required Qualifications

  • Technical experience with PC / Phone hardware, particularly assembling systems from Motherboard-up, and installing/configuring Windows, Linux and Android Operating Systems.
  • Previous experience, particularly SIP, VoIP, Networking, Configuration of VLANs, Firewalls and Unified Communications strongly preferred but not required.
  • Strong troubleshooting and configuration skills in Asterisk, FreePBX, Elastix, Grandstream, 3CX PBX Phone Systems.
  • Experienced using technology to increase efficiency and effectiveness. Particularly adept at researching and learning new products, services, tools and other productivity enhancing technologies.
  • Must be able to listen and understand the customer's needs before "telling" or "suggesting" anything, ensuring that the customer is receiving a solution that truly adds value.
  • Must have a very strong need to complete tasks with great attention to detail.
  • Must communicate with customers on their level, per their preferred method, to create a meaningful relationship and positive service experience.
  • Familiarity with ticketing systems and Google Applications.
  • Benefits

    We are proud to offer a comprehensive benefits package to eligible employees, which is designed to promote their personal well being as well as of their families. Sangoma not only offers a very competitive health benefits package including medical, dental, and vision coverage, we also offer income protection benefits including life insurance, short term disability, and long term disability.

    About Sangoma:

    Sangoma Technologies is a trusted leader in value-based Unified Communications solutions for SMBs, enterprises, OE
    Ms, carriers, and service providers. Sangoma is the primary developer and sponsor of the Asterisk and FreeBPX projects and offers Voice over IP systems which enable businesses to achieve enhanced levels of collaboration, productivity, and ROI

    Job Applicant Privacy Notice:

    Sangoma collects and processes personal data related to job applicants as part of our recruiting process. We are committeed to being transparent about how we collect and use that data to meet our data protection obligations. Please visit to view our complete Privacy Policy.

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    Job Expires: February 21, 2021

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